Remember that the important thing is to get the claim sent to us quickly. If you do not have all the documentation and information at hand, it can be added later. The first thing we look at when we receive a claim is the date the goods were sent, against the date the goods were received.
The claim must be accepted in writing by ColliCare Logistics BEFORE you send an invoice. We will send you a specific reference number for the invoice.
Claimed goods shall not be removed, sold, scrapped or repaired. In the unlikely event this occurs, the right to compensation lapses. Until the matter is clarified and liability is determined the goods shall at all times be placed at the carrier's disposal for inspection, or be picked-up if they are replaced.We strive to handle claims as quickly as possible. We fully understand that damaged goods take up space at our customers, and work to solve the situation as quickly as possible.If the goods constitute a risk to life and health in any way they can be destroyed!
According to the law goods are not regarded as lost until after 30 or 60 days. For deliveries with fixed delivery times, 30 days applies, and for other consignments 60 days. The deadline is from order date, and you are not entitled to compensation until this deadline has passed. If the goods are found within the deadline, the right to compensation lapses.
In those cases ColliCare is unable to locate the goods within the deadline and compensation is paid, the customer can claim the goods back even after the deadline. This must be done in writing and the lost goods are returned when the compensation payment is repaid. If ColliCare Logistics does not receive such an request, rights to the goods accrue to ColliCare after payment of compensation.
We do the best we can, but unfortunately not everything goes as planned, and sometimes consignments are delayed. ColliCare follows a transport plan for all deliveries, but note that transport plan is not a legally binding document. This means that if the goods arrive late, but within a reasonable time, the goods are not replaced. Any claim will be limited to the freight costs. NB! The customer must able to prove a financial loss due to the delay.
Upon receipt of goods the recipient is obliged to inspect the goods and ensure that the correct number of items is delivered in good condition before signing. If the recipient signs without having taken the time to look over the goods or the waybill they will unfortunately have a weak case if the injury turns out to have been visible upon reception, and not noted this.
If it was hidden damage that was not discovered until the packaging was removed, the situation is obviously different.
Hidden damage is damage which is first detected after unpacking. In these cases it is often difficult to say anything definitive about where in the transport chain the damage occurred. For this reason there is a set standard for acceptance of this type of damage of 25%.
It is important to note that this is not a standard without exception, which means that if the goods were incorrectly packed, the recipient was not present at the delivery, etc., the claim will be rejected in its entirety.